🥥Technical Customer Support Specialist - Job Code: 1782509740574

At Coconut 🥥, we connect founders and businesses with top-tier remote talent while prioritizing meaningful, reliable partnerships. We believe success happens when everyone wins. Clients achieve their goals, and our virtual professionals find purpose and growth in their work. We're currently looking for top talent to fill the role below:

Role: Technical Customer Support Specialist

Monthly Rate: $2150

Availability: Full-time - 40 hours/week

Time Zone: 9:00 AM to 5PM EST

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To streamline your application, please carefully review and complete ALL THREE items below before proceeding to the application form.

What to Prepare:

1️⃣ English Proficiency Rating – You will need to enter your CEFR English proficiency level in the application form. If you’re unsure of your rating, you can take a quick assessment here: EF SET Quick Check.

2️⃣ Coconut VA Profile (Resume) – Before submitting your application, please create your Coconut VA profile using this template: Coconut VA Profile Template. ⚠️⚠️⚠️ YOUR RESUME MUST FOLLOW THIS FORMAT AND SHOULD BE IN ENGLISH. This is a test of how keen you are with details and how well you follow instructions. ⚠️⚠️⚠️

3️⃣ 1-Minute Introduction Video – Record a short introduction video (preferably using Loom) and provide the link in your application. Before you do, check out these video tips and sample videos. Important: By submitting your video, you grant Coconut permission to share it on our platforms to help increase your chances of being matched with a client. Videos with broken or dummy links will result in disqualification.

Requirements

Experience Needed/Responsibilities:

-Respond to customer issues by phone, email, and ticketing system 

-Triage by urgency and impact, and by whether it's user error, setup, product behavior, or a true bug 

-Resolve Tier 1/2 issues directly when possible 

-Reproduce issues, gather details, and write clean escalation notes for engineering when dev is needed 

-Own the support queue in Zendesk 

-Keep customers updated so nothing disappears into a black hole 

-Spot repeat issues and surface them to improve the product, onboarding, and help docs 

-Contribute to FAQs and short walkthroughs

Good to have:

-Trades, home services, or field-service software experience 

-ServiceTitan or similar CRMs 

-Zendesk or similar ticketing systems 

-GoHighLevel

Non-negotiable Requirements:

- 2+ years in SaaS customer support, product support, or technical support

- Comfortable troubleshooting software, account setup, permissions, integrations, and basic configuration. Technical enough to diagnose and document problems, but not expected to code 

- Strong written and phone communication

Industry/Tools Experience:

- GoHighLevel

- Zendesk

- ServiceTitan

Benefits

We’re all about uplifting lives in Coconut and we make sure we provide benefits that support work-life balance, well-being, and growth. Here’s what you can look forward to as part of the Coconut Community! ✨

✅ Competitive Salary – We recognize your skills and experience with a great compensation package.
✅ 13th Month Pay – Enjoy an extra month’s salary—because who doesn’t love a little bonus?

✅ Paid Time Off – Recharge with 12 days of PTO to use however you like—vacation, self-care, or just a break from it all!
✅ US Holidays Off – Enjoy 12 paid US holidays throughout the year.
✅ Maternity & Paternity Leave – We support growing families with dedicated leave for new parents.

✅ Comprehensive Healthcare – We’ve got you and your family covered with quality healthcare benefits.
✅ Life Insurance* – Our full-time HMO plan includes life insurance for extra peace of mind.
✅ Mental Health Support – Prioritize your well-being with access to mental health consultations and wellness resources.

✅ Milestone Gifts & Birthday Treats – We celebrate your achievements and make your special day even better!
✅ Exciting Team Experiences – Think island getaways, virtual town halls, and regional meetups—because work should be fun, too!

✅ Stay Connected – Be part of a supportive network where you can learn, grow, and connect with amazing people.

Some benefits may vary. Full details will be provided during the onboarding process.